Website and Service Terms

West Protect | Effective from: 1 September 2026
Last updated: 16 October 2026 · Terms version: WP-TERMS-2026-10-16

West Protect provides CCTV, intruder alarm, access control and related security installation and support services, including supplying equipment for agreed jobs.

Contact West Protect at support@westprotect.com.au or 0422 226 436.

1. Website information and quotations

Website information is general. Your individual quotation confirms suitable equipment, availability, the work and pricing.

Sending an enquiry does not commit you to work or payment.

Before a job proceeds, we provide a quotation and written agreement covering the work, equipment, price, payment arrangements and conditions. Both parties are to sign before we request a deposit or start work. This authorises the work; completion and handover are separate steps described in section 5A.

These terms do not replace a signed job agreement or retrospectively alter a contract. Our written process does not prevent legal obligations arising from other statements, conduct or work performed.

Your quote states prices, inclusions, exclusions and applicable tax treatment. Changes to work, cost or timing must be documented and agreed before extra work proceeds, following any legally required procedure. Discussing an extra item is not acceptance of an undisclosed charge.

Before either party signs, the quote and its identified schedules must record:

• Scope, camera positions, exact equipment makes/models/quantities, storage capacity and exclusions.
• Recording objectives, target retention, any minimum required retention, recording mode and settings/capacity assumptions.
• Planned start and completion, agreed function tests and completion criteria, site authority and access/power/network dependencies.
• Total AUD price, GST treatment, deposit and balance amounts/due dates, recurring fees or none, warranty details and support/visit charges.
• The supplier and customer, authorised signatories, quote/scope version, supplied Terms and Privacy versions, and every attachment.

Both parties receive a copy of the signed agreement and identified documents. The identified job agreement and scope prevail over general terms to the extent lawful; mandatory rights and required statutory documents continue to apply.

Need a copy of your installation agreement, scope, warranty schedule or handover record? Request your job documents and include the job reference. We confirm your authority before disclosing security-system records.

2. Deposits and final payment

The deposit is specified in your signed job agreement after we document which rules apply to the particular work. There is no universal deposit percentage. Where the Home Building Contracts Act 1991 (WA) 6.5% deposit limit applies, we do not exceed it. Job classification, contract value, exclusions and any applicable exception must be checked before a deposit is quoted or requested; the description CCTV installation does not itself establish an exemption.

Where WA home-building contract rules apply, we give the prescribed homeowner notice before the customer signs, provide a copy of the signed contract as soon as reasonably practicable and before work starts, follow the applicable variation procedures, and request only lawful progress payments. We resolve uncertainty about the applicable rules before requesting a deposit.

Your deposit is deducted from the job price. Unless otherwise agreed in writing, the balance is payable when the agreed work is complete and the invoice is presented, subject to applicable legal rights.

The job agreement sets out completion and handover requirements, including testing, operating instructions and account setup.

If handover acknowledgement is delayed or declined, we record that status, the supplied instructions and any outstanding issues, then follow up. The balance follows the agreed completion and invoice trigger and applicable law; a missing acknowledgement alone neither deems acceptance nor changes that trigger. Unfinished work, disputed defects and any right to withhold payment or seek a remedy are assessed on their circumstances, without waiving your rights.

3. Cancellations, rescheduling and returns

Let us know promptly if you need to change or cancel a booking.

For a change-of-mind cancellation, we may deduct legally recoverable, reasonable costs already incurred or genuinely committed to your job. These can include completed work and non-recoverable special orders.

We account for refunds, reuse, resale and costs saved, explain any deduction and return the excess. A deposit is not automatically forfeited.

Equipment supplied for an installation is not returnable simply because you change your mind. Rights for faulty, misdescribed or non-compliant goods or services, and any applicable cooling-off rights, remain.

4. Ownership of supplied equipment

If stated in the accepted job agreement, West Protect retains ownership of supplied equipment until the full agreed job price is paid, to the extent the law permits.

This is not unrestricted permission to enter premises, remove equipment or disable a system. Any recovery must respect applicable law and property rights.

Any retention-of-title or security-interest arrangement must be expressly identified in the signed agreement and meet applicable requirements. This website wording does not itself create or register a security interest.

5. Installation and system performance

The agreed work description identifies the equipment, installation and relevant customer responsibilities, permissions and site requirements.

Security systems help manage risk through deterrence, detection and recording. They cannot guarantee that an incident will be prevented, detected or recorded. Lighting, obstructions, power, connectivity, settings and faults can affect performance.

These limits do not remove our responsibility for suitable equipment, competent installation or requirements we expressly agreed to meet.

5A. Completion, testing and handover

5A.1 Written completion confirmation. West Protect issues its written completion confirmation only after completing the agreed work and the relevant functional tests and compliance checks, and being satisfied that the work covered by the confirmation meets the agreed scope and applicable requirements. The completion record identifies the work and equipment covered, the date, the checks performed and any limitations or follow-up actions. Unfinished work or unresolved issues affecting compliance or agreed operation will not be described as completed and approved.

5A.2 West Protect approval first. West Protect signs the commissioning and completion record first, after its checks and approval, then asks the customer to sign the handover acknowledgement. Our commissioning and handover process is recorded as fully signed off only when both signatures are recorded. The customer acknowledges the system demonstration, operating instructions and opportunity to ask questions. Their signature is not technical certification, acceptance of undisclosed defects or a waiver of legal rights. Any concerns or outstanding matters are recorded and addressed as appropriate. If the customer is unavailable or declines to sign, we record the reason and arrange follow-up; we do not invent or deem their acknowledgement. This internal sign-off process does not change any statutory meaning of completion, delay required certificates, or make the customer responsible for technical compliance.

5A.3 No implied whole-system approval. Until West Protect issues its written completion confirmation, an enquiry, quotation, site visit, informal assistance, partial installation, live camera image, invoice or payment must not be represented as West Protect’s completed inspection or certification of the entire system. A job agreement signed by both parties is not itself a completion certificate. This does not qualify an express assurance already given or remove a legal obligation arising from work performed.

5A.4 Scope of confirmation. Completion confirmation relates to the identified work and checks at the time they were performed. It does not certify uninspected pre-existing equipment, concealed work or third-party work outside the agreed assessment, or guarantee uninterrupted future operation. This does not exclude responsibility for West Protect’s own design, advice, installation, integration, testing or other agreed work, or any duty to identify or report a concern.

5A.5 Required certification. Where a certification statement or other document is legally required, West Protect provides it within the required timeframe. For regulated customer cabling work requiring certification, a statement is prepared as soon as practicable after completion and provided as required, regardless of payment. Required certification is not withheld solely because the customer has not signed a handover acknowledgement. A general handover record does not replace a required certification statement unless it meets the applicable requirements.

5A.6 Legal duties continue. Applicable safety, licensing, cabling, consumer-protection and other legal duties apply whenever the law requires, including before sign-off. Missing signatures, unfinished paperwork or informal assistance do not themselves establish that no duty or liability exists. Nothing in this section permits non-compliant work or excludes a consumer guarantee, right or remedy that cannot lawfully be excluded.

5B. Site access, privacy and system settings

Please confirm your authority to arrange the work and tell us about relevant property permissions, known hazards or access restrictions. We discuss drilling, cable routes and equipment positions before installation. We exercise reasonable care, and stop and discuss material concealed hazards or changes to the agreed work. This is not an exclusion of liability for damage caused by our failure to take due care.

For leased, strata or shared premises, the agreed scope must identify who is authorised to instruct us and any required owner, landlord or strata-company approvals. Work affecting common property, shared entrances or another occupier’s area does not proceed until the relevant authority and permissions are confirmed. Please tell us about applicable by-laws, access restrictions and building-management requirements.

Camera placement, audio capture and sharing recordings can raise separate legal issues. The Surveillance Devices Act 1998 (WA) restricts listening to or recording private conversations, observing or recording private activities, and later disclosure. A property owner's permission or a warning sign is not automatically sufficient. CCTV audio is OFF by default and enabled only after a documented lawful basis and separate written instruction identifying the devices and purpose. Customers must use the system lawfully after handover; West Protect remains responsible for its own lawful design, installation and assistance.

An installation or handover document does not certify that every future use of surveillance is lawful. Discuss intended uses before installation and seek qualified advice where the legal position is uncertain. See our audio and privacy guidance.

Any mains electrical work must be undertaken by appropriately licensed electrical workers and contractors, with required documentation. A security licence or cabling registration does not, by itself, authorise mains electrical work. The quotation will identify any separately arranged electrical work. Door and gate controls must also be suitable for the property and its applicable safety and exit requirements.

5C. Power, connectivity and third-party services

Remote viewing and app notifications depend on compatible equipment, power, network connections and relevant manufacturer or communications services. Outages, a power surge, a changed router, an expired mobile service or a provider change may affect particular functions. Backup power, surge protection and cellular backup are included only if stated in the agreed scope, and have their own limits.

We do not control third-party platforms or guarantee continuous availability. Responsibility for a fault depends on its cause, the agreed work and applicable law. A power or internet problem is not an automatic exclusion where our own work or a failure to meet an obligation caused or contributed to the problem.

After handover, keep account recovery details current, use unique passwords and review authorised users. Arrange suitable software maintenance and ask before changing advanced network or security settings. These steps reduce avoidable problems; they do not guarantee protection from unauthorised access or transfer West Protect's legal obligations to the customer.

6. Routine checks and fault reporting

After handover, follow the operating instructions and make reasonable routine checks of power, device status, storage, recent playback and relevant internet connections. An online status is not proof of successful recording.

Report faults promptly, ordinarily within 72 hours of noticing them, or as soon as reasonably practicable if that is not possible. Report urgent safety issues or recording loss without avoidable delay when safe to do so.

Contact 0422 226 436 or support@westprotect.com.au with the affected device, symptoms and when the issue was noticed. Do not send passwords. Visit System support for help with common issues.

A report made after 72 hours does not automatically void a complaint, warranty or legal right. Subject to applicable law, an unreasonable delay or ignored warning may affect responsibility for additional avoidable loss actually caused or increased by that delay.

Preserve relevant warnings, logs and footage where safe. Get advice before resetting the recorder, clearing logs or formatting storage during a fault investigation. Missing evidence may limit diagnosis, but does not automatically void a claim or remove our responsibilities. We explain any limitation in the assessment.

Our ordinary contact channels are not an emergency response service.

Standard service hours are Monday to Friday, 8 am to 5 pm (Perth time), excluding public holidays. The written service agreement identifies the initial response arrangements, any chargeable visit and complaint escalation route. Charges are explained and agreed before paid work; a remedy that must be free is not converted into a paid visit. Raise an unresolved service concern with the business principal using the contact details above.

Check and maintain batteries according to the equipment instructions, and replace them when required.

7. CCTV Recording, Storage and Data Loss

Recording and storage devices—including hard drives, solid-state storage, memory cards and network storage—can deteriorate or fail.

West Protect does not guarantee uninterrupted recording or that footage will always be available or recoverable. Any particular recording, retention or export requirements must be identified in the agreed job scope. Nothing in this section limits our responsibility for agreed requirements or applicable guarantees of acceptable quality, fitness for purpose, and due care and skill.

Recording or footage may be affected by equipment or storage failure, power outages, network or internet interruptions, software or firmware faults, configuration changes, physical damage, environmental conditions, third-party services, user actions or other circumstances outside West Protect’s reasonable control. An internet interruption does not necessarily stop local recording; its effect depends on the system configuration and the functions that rely on that connection.

Customers are responsible for reasonable periodic checks of recording, playback and export, following the supplied instructions. Report faults as described in section 6.

Surveillance hard drives may operate continuously and are subject to wear. West Protect recommends periodic HDD health and recording checks, reviewing replacement needs at approximately four years, and planning preventive replacement during years four to five of service. Timing should take account of the actual model, workload, condition and manufacturer guidance. Replacement may be needed earlier where faults, recording errors or drive-health warnings are identified.

This is a preventive maintenance recommendation, not a guaranteed service life, universal expiry date or statement of an insurer’s requirements. Faults and warnings require attention regardless of equipment age. Equipment age alone does not determine whether a warranty or consumer-law remedy applies.

Where West Protect identifies a failing, degraded or ageing storage device and recommends replacement, we will explain the identified issue, the recommended action and the foreseeable recording risk. Subject to applicable law, a customer’s unreasonable delay or decision not to act on that advice may affect responsibility for additional avoidable loss actually caused or increased by that decision. This does not automatically void a warranty or claim, or remove West Protect’s responsibility for its own acts, omissions or breach of an agreed obligation.

To the extent permitted by law, West Protect is not responsible for loss of recordings or data to the extent caused by circumstances outside its reasonable control, except where West Protect’s acts, omissions or failure to meet an agreed or legal obligation caused or contributed to the loss. Equipment failure after installation does not, by itself, exclude responsibility. Nothing in these terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

8. Device-health services

Ongoing device-health review and proactive fault notifications are not included in an installation or repair unless separately agreed in writing. Any agreed service identifies the devices, fees, service period, review frequency, service hours, notifications, response commitments and cancellation arrangements. Troubleshooting, repairs and visits are separately quoted where they are not included or required to be provided free.

Device-health reporting concerns supported diagnostics, fault information and error logs. It does not include routine viewing or playback of CCTV footage, storage of customer footage, professional alarm monitoring or emergency response. Customers still need to carry out reasonable routine checks and report faults they notice.

DoLynk health services require the customer's entrustment through their compatible DMSS account. You control this entrustment in DMSS and can withdraw it at any time using the supported app controls. Entrustment for health reporting is separate from temporary configuration-access approval.

Buying or declining an optional service does not remove statutory consumer rights. Existing service agreements and the versions of the documents accepted with them continue to apply; this website update does not retrospectively change them.

8A. Optional alarm hub SIM service

$25.00 per month including GST, with 100MB of mobile alarm data for each compatible 4G hub. The service includes a supplied SIM, activation, required APN configuration, a connection test, SIM administration and remote or telephone SIM support. Before activation, your written service schedule identifies the hub, provider or network arrangement, coverage assessment, data allowance, expected use, billing date and approved charges.

Enquire about the alarm hub SIM service

Data allowance and service limits

The service is data-only for supported alarm communication. It does not include voice calls, SMS allowances, video data, unlimited usage, device-health review, professional alarm monitoring, control-room handling or patrol response. SIM support does not include a free on-site visit unless an agreed inclusion, warranty or statutory remedy requires one.

We review expected alarm traffic and bandwidth requirements before activation. Extra data, replacement hardware, additional work and paid service changes are quoted and approved before charging. We do not automatically charge for an unapproved data upgrade. No undisclosed setup or cancellation fee applies.

Mobile communication may fail if the allowance is exhausted, the service is unavailable, signal or network conditions prevent a connection, or equipment has a fault. A working main internet path is separate and may continue if the equipment is configured to use it. Two SIM slots do not guarantee two simultaneously active connections or uninterrupted failover; we explain the selected model's supported behaviour. External mobile coverage and availability cannot be guaranteed.

Monthly renewal and payment

The SIM service starts only after you explicitly accept the written agreement. It renews monthly on the agreed billing date until cancelled; we explain the recurring amount and payment arrangement before activation and provide a record of charges. A website enquiry, quote request or temporary access approval does not start payments or authorise a subscription, data charge or other paid work.

For a missed payment, we contact you with the amount, how to resolve it and a reasonable opportunity to respond. Before any proposed suspension, we explain its timing and effect on the mobile communication path. We discuss disputed charges and appropriate arrangements before taking further steps. We do not disable unrelated equipment or the main internet path, add an automatic late-payment penalty, or remove rights about an incorrect or disputed charge.

Cancellation and refunds

Cancel by emailing support@westprotect.com.au or calling 0422 226 436 before the next billing date, identifying the service and site. No special form, hidden notice period or cancellation fee applies. We stop future renewals and confirm the end date in writing. Unless you request an earlier end, service continues to the end of the current paid monthly period.

You may request a refund for an unused paid period. We consider the circumstances fairly, the services already supplied and applicable statutory rights. An immediate cancellation request does not remove refund rights, and no blanket no-refund rule applies.

Before cancellation or suspension takes effect, we explain that ending the SIM service removes that mobile data path. Arrange an alternative if you rely on it. A working independent main internet connection is not cancelled by ending the SIM service. Removing app access does not automatically cancel billing; contact us through either cancellation channel so we can record your request and stop renewal.

Changes and consumer rights

We give reasonable written notice of a proposed recurring price increase or material service change before the affected renewal, including the new price or scope, start date and the option to cancel without a change-related penalty. Changes apply prospectively and do not alter an agreed paid period. Extra paid services or data require your approval.

If we cannot continue an agreed service, we notify you, explain the available options and fairly account for paid service we will not provide. Urgent action required by law or to address a security issue is proportionate, with its effect explained as soon as reasonably practicable.

The SIM service is optional and is not a condition of receiving warranty or Australian Consumer Law remedies. Network limits do not excuse a failure to deliver the agreed service with due care and skill or remove responsibility for our own acts or omissions. We do not charge for a remedy that must be provided free. Contact us about a service problem so we can assess the appropriate remedy, including any applicable cancellation, refund, repair or compensation rights.

9. Temporary configuration access

Temporary DoLynk configuration access is available only while you have entrusted West Protect as your service provider in the DMSS app. You control this entrustment and can withdraw it at any time using the supported DMSS controls. Without your entrustment, we do not request or begin temporary DoLynk access. Entrustment does not replace the two separate approvals below.

Before requesting temporary DoLynk Care configuration access, we send both an email and a text message stating the proposed date, time, purpose and duration.

You must first approve the proposal by replying by email or text. Silence is not approval. We do not send the platform access request before receiving your reply.

After that approval, we send the DoLynk Care access request for your separate approval in DMSS. Access does not begin until you approve this second request.

The session is limited to the approved task and duration, with a maximum of eight hours per approval and a shorter period where appropriate. We check the equipment and app’s permission, expiry and revocation controls before requesting access. We stop when the task finishes, the agreed time ends or you withdraw permission, whichever happens first. A longer platform permission does not authorise us to continue.

We do not approve requests for you, bypass approval or ask for your password or one-time login code. If the system cannot support the separate approval process, we discuss another support method. You can withdraw entrustment or access permission at any time using the supported DMSS controls. You can also contact us to stop a session.

Changing the approved date, time, task or duration requires a new email and text notice, a fresh email or text approval, and the separate DMSS approval.

10. Warranties and consumer rights

Your job documents set out the applicable workmanship and manufacturer warranty information. Manufacturer coverage varies by equipment and terms; drives and accessories may have different coverage.

Nothing in these terms excludes or restricts rights or remedies that cannot lawfully be excluded, including under the Australian Consumer Law.

Those rights do not automatically end when a warranty expires, a handover is signed, a check is missed or a fault is reported late. Liability is not automatically capped at the invoice total.

Tell us if equipment or work does not meet the agreed requirements so we can assess the fault and an appropriate remedy.

Business customers may also have rights under the Australian Consumer Law. Where applicable, consumer guarantees and protections against unfair terms in standard form small-business contracts are not excluded by these terms.

11. Privacy and website use

Our Privacy Policy explains how we handle personal information.

Use this website lawfully. Do not interfere with its security or submit someone else’s confidential information without authority.

External websites have their own operators and may apply separate terms and privacy policies.

12. Changes and applicable law

We may revise this page as services or requirements change. The date above identifies the current version. Updates do not retrospectively alter accepted job agreements or remove existing rights.

Keep the exact quote/scope, Terms and Privacy versions supplied with your accepted agreement, together with signed attachments and later agreed variations. We preserve those accepted versions as job records; replacing a website page does not replace the documents governing your existing job.

These terms are governed by Western Australian law and applicable Commonwealth law. They do not prevent a customer from using a regulator, court or tribunal with lawful jurisdiction.

Read our Privacy Policy